Get in touch
The fastest way to reach us is by email. We aim to respond within one business day (Monday to Friday, UK time).
Email: [email protected]
When you contact us, please include your Shopify store domain (e.g. your-store.myshopify.com) so we can locate your account quickly.
Common questions
How do I install ProfitShield?
From the Shopify App Store, click Install and authorize the requested permissions (read products, read orders, read inventory). After authorization, your store data syncs automatically — usually within 30 to 60 seconds.
How is billing handled?
For shops installed through Shopify, billing is managed by Shopify (Managed Pricing). Open ProfitShield from Shopify Admin → Apps → ProfitShield → Settings to choose a plan. To switch plans or cancel, open Shopify Admin → Settings → Apps and sales channels → ProfitShield → Manage subscription. Shopify handles all subscription state, refunds, and proration natively.
How accurate is the profit calculation?
Accuracy depends on the cost data you provide. ProfitShield reads product unit cost from Shopify (where set) and uses your configured shipping rate, payment fees, and packaging cost. Where unit cost is missing, an estimated default cost percentage from your Settings is used — these orders are marked Estimated in the UI. To improve accuracy, add unit cost to each product in Shopify Admin or via ProfitShield → Products & Costs.
What does Block mode do?
In Block mode, orders that fail your minimum-margin thresholds are prevented from completing checkout. We strongly recommend starting in Flag mode (which tags the order and sends an alert) for at least a week before enabling Block — it gives you visibility into what would be blocked without disrupting customers.
Can I export my data?
Yes. From Settings → Audit and GDPR Tools you can export all your data in JSON or CSV format. You can also request immediate deletion of your data at any time.
What happens to my data when I uninstall?
Your Shopify access token is revoked immediately. All store data and calculated profitability data are deleted within 30 days, in line with Shopify's app uninstall webhook and our retention policy.
I'm seeing "Missing cost" on most of my orders. What do I do?
Go to Products & Costs in the sidebar and add a unit cost to each product. You can also import costs in bulk via Import Data (CSV upload). Once costs are in place, re-run profit calculation from the dashboard's Re-sync button.
Reporting bugs and feature requests
Email [email protected] with a short description, the affected store domain, and screenshots if relevant. For UI bugs, please include the browser and version. We track every issue and follow up with the outcome.
Status and changelog
Our changelog is shared inside the app when you sign in. For incidents affecting service availability, email support and we will respond with the current status and an ETA.
Privacy and terms
See our Privacy Policy and Terms of Service for details on how we handle your data.